Tips for handling ‘know it all’ customers through live chat support The ‘I know everything’ customers are one of the worst types of customers to have. They can be mean, belittling, condescending, uptight and extremely annoying. Whether you encounter these customers face to face, on telephone or through online support channels, handling such customers requires some tact. If we get exclusive only about live chat support, there are some ways through which you can deal with such customers on a virtual medium. You might be a part of the team providing best online support services in UAE, but dealing with such rigid customers can really test your skills. Here’s how you can deal with them: Let them believe they really know it all Coaxing and cajoling works on these tough customers. Instead of throwing in your opinions first, give them idea that they do know everything. Flatter them with words and admire their knowledge before getting your point across. When they get this idea that you admit they are smarter than you, they will listen to you. Do not hesitate to use jargons Usually it is advised to the operators to stay clear of using difficult terminologies and jargons, but with the customers who claim to know everything, it is better that you stress on these jargons. First tell them that they do know everything, and then, speak in your official language. This will lead to two things: either they will realize their mistake or they will believe you are acknowledging their knowledge. In any case, they will melt down a bit and will listen to you. Do not enforce suggestions on them Giving your suggestions to customers like that is usually a waste of time as they rarely listen. If the product they want is out of stock, suggest the alternatives once, give them the reason of using that alternative, if they refuse; just quit. Tell them when the product will be re-stocked and that is it. Such customers do not want your suggestions they just want their questions to be answered. Even if you have to suggest, do it lightly and do not come across as pushy. Use live chat software features to show that you already know about them A huge advantage of giving online support services is that you can avail the amazing features of live chat software to track information about the customers. The software can also help you deducing the shopping pattern of the customers. Using these features you can try developing a personalized interaction with the customer. It will also tell the customer that you are not brainless and you know definitely more than he/she does.
Whether you are providing online support services in UAE, UK, US or any other part of the world, dealing with ‘know it all’ customers can be a tough job, but if you play smartly you can easily handle them.